Technical Support Analyst II

Farm Credit Bank of Texas • Austin, TX

11d • Onsite

About The Position

The Technical Support Analyst II is responsible for delivering advanced technical support services to employees across the Bank while helping ensure a reliable, secure, and productive technology experience. This role serves as a key escalation point for the Customer Support team, providing technical expertise for desktop systems, mobile devices, networking, software applications, and enterprise technology platforms. Working as part of the Information Technology team, the Technical Support Analyst II partners closely with Customer Support, Infrastructure Services, Information Security, vendors, and business stakeholders to resolve complex technical issues and support technology initiatives across the organization. The role combines hands-on technical troubleshooting with customer service excellence to ensure issues are resolved efficiently and employees receive timely support. The position focuses on incident resolution, problem management, knowledge sharing, and continuous improvement efforts that enhance service delivery and operational effectiveness. The Technical Support Analyst II contributes to team success by documenting solutions, mentoring junior team members, supporting technology deployments, and identifying opportunities to improve processes and the overall customer experience. Operating with a high degree of accountability and professionalism, the Technical Support Analyst II serves as a trusted resource for end users, helping ensure technology services remain accessible, reliable, and aligned with the Bank's "s business needs.

Requirements

• Associate's degree, technical institute degree or certificate in Computer Science, Information Systems, or a related field; or equivalent professional experience.
• Four (4) to six (6) years of experience supporting computer hardware, software, mobile devices, networking technologies, and end-user computing environments.
• Advanced knowledge of Microsoft operating systems, Microsoft 365 applications, and related productivity technologies.
• Experience providing technical support within enterprise technology environments.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to resolve complex technical issues.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Strong verbal, written, and interpersonal communication skills.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• Ability to explain technical concepts and solutions to non-technical users.
• Experience documenting incidents, resolutions, procedures, and technical knowledge.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Sound judgment, professionalism, discretion, and the ability to maintain confidentiality.
• Advanced administration and troubleshooting knowledge of Microsoft Windows operating systems.
• Working knowledge of macOS and Linux operating systems.
• Intermediate knowledge of Microsoft Windows Server platforms, Active Directory, Group Policy, and Microsoft 365 administration.
• Understanding of enterprise applications and the ability to troubleshoot software-related issues.
• Working knowledge of networking concepts, including TCP/IP, LAN/WAN, DHCP, DNS, VPN, routing, switching, and firewall technologies.
• Experience using ticketing and IT service management tools to manage incidents and service requests.
• Ability to review logs, analyze system behavior, perform health checks, and identify emerging issues.
• Strong analytical thinking, organizational skills, and attention to detail.
• Ability to communicate effectively with employees, leadership, vendors, and technical teams.
• Demonstrated leadership, coaching, mentoring, and collaboration skills.

Nice To Haves

• Experience supporting users in a call center, help desk, service desk, or technical support environment.
• Microsoft, CompTIA A+, or other industry-recognized technical certifications.
• Experience working with IT service management platforms such as ServiceNow.
• Experience supporting enterprise collaboration, communication, and productivity platforms.
• Experience mentoring team members or serving as a technical resource for support teams.
• Familiarity with financial services, banking, or other regulated business environments.

Responsibilities

• Serve as an escalation point for Customer Support by providing advanced technical assistance for desktops, laptops, mobile devices, printers, network connectivity, and other end-user technologies.
• Troubleshoot and resolve technical issues through a structured, methodical problem-solving process while maintaining a high level of customer service.
• Manage incidents, service requests, and problem tickets to ensure timely resolution and adherence to established service levels.
• Document troubleshooting activities, resolutions, and customer interactions within the Bank's IT service management platform.
• Coordinate with engineers, developers, vendors, and other internal teams to resolve complex technical issues and implement effective solutions.
• Follow up with users to ensure successful resolution of issues and provide guidance or training when appropriate.
• Develop and maintain knowledge base articles, troubleshooting guides, and technical documentation to improve support efficiency and knowledge sharing.
• Assist with technology deployments, software upgrades, hardware refreshes, and other projects supporting the Bank and user community.
• Support quality assurance efforts by reviewing support processes, identifying trends, and recommending service improvements.
• Provide coaching, mentoring, and technical guidance to less experienced team members.
• Monitor recurring issues and proactively identify opportunities to improve support processes and user experience.
• Educate customers on product functionality, best practices, and self-service resources.
• Participate in team initiatives designed to improve Customer Support operations and overall service delivery.
• Support onsite personnel and business operations as needed, including maintaining a regular onsite presence.
• Participate in on-call rotations and provide occasional after-hours support during evenings, weekends, or holidays when required.
• Stay current on technology trends, product releases, and industry best practices relevant to end-user support services.

Benefits

• Flexible health-and-wellness benefits, including medical insurance, prescription drug coverage, dental insurance, vision care, flexible spending accounts, and more.
• 401(k) plan that includes immediate vesting of a generous employer match and additional employer contribution.
• Long-term disability and life insurance.
• Vacation leave, sick leave, and paid holidays.
• Fertility benefit and parental leave plan.
• Up to two days per year to volunteer in local community organizations, services, or events.
• Ongoing professional-development opportunities.
• Generous tuition-reimbursement program.
• Physical fitness incentive plan.
• Employer matching gifts program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree